Summary

From time to time, patients will be unhappy with the service or care they receive from the practice. All practices need to have a complaints procedure that clearly informs patients of ways that they can express their views, which should include details on how the complaints procedure works and the mechanism for giving positive or constructive feedback. Prompt complain resolutions are beneficial for both the image of the practice and avoiding administrative burdens.

To create a more patient-focused service, practices must:

  • listen to patients’ concerns

  • act on these concerns to prevent problems recurring.

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